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White Paper
CAPTURING THE TRUE VOICE OF THE CUSTOMER
This is the first in a series of four executive briefings designed to provide a step-by-step approach to capturing the Voice of the Customer in retail banking and systematically putting it to work for superior business results.
Most retail banks invest in obtaining customer feedback. They may maintain a special customer service phone center that tracks individual customer interactions and flags complaints. They may solicit feedback from new customers following the account opening process. Qualitative research may be used to gather customer reactions to new products and services. Some banks even conduct a fairly comprehensive customer satisfaction survey annually. And then little or nothing substantive happens.
Full White Paper>> [PDF:816K]
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